Importance of Video chat in contact centers admin October 24, 2020
Importance of Video chat in contact centers
Video Chat Contact Center Software

Importance of Video chat in contact centers

As the world is hit by the COVID-19 pandemic, personal meetings and home visits are fading away. Today, we follow the norms of social distancing, which has changed human interaction. In recent months, there has been a drastic shift in the way people interact and communicate with each other. On the other hand, meetings will stay lifelong, irrespective of the virtual or physical model.

In the present scenario, there has been a drastic rise in the video conferencing trends through various platforms like Whatsapp, Skype, Facebook messenger, etc. Indeed, they have raised the standards of video conferencing for businesses. Therefore, as per the present situation, implementing Video chat in call centers is one of the best ways to help customers better and faster as per the need of time.

Importance of video chat in the contact center:

Here are some of the examples of daily life conversations where Video Call center software can transform the customer’s experience:

Resolving doubts with a video call

It provides the right virtual assistance at the right time. People find it difficult to explain issues related to hardware to the contact center agent. Therefore, they get stuck in filling out a few forms.

The video chat contact center can offer a faster resolution to the customer as the agent guides them at every step and assists them in availing of the competing benefits of the company’s services.

Personal discussion by video chats

Personal discussion through videos gives you another positive factor to a normal conversation handled by relationship managers. Ultimately, this helps the clients to get insights into the financial products and offerings. Also, in the absence of physical experience, virtual face-to-face interaction helps build the customers’ trust and makes them feel more confident to make a significant decision.

The beauty of video chat contact centers is that they attract emotional connections and quick sales closure.

E-counselling and real-time support

In the absence of physical presence, a video conferencing solution helps get a human-like experience. It is useful in case of psychological and medical issues or even while choosing the right career path.

Read Also: How to reduce customer wait times to increase the efficiency of contact centers?

Call handling time is also shortened through video calls. Also, it helps in developing a better understanding of the person in need. It helps agents explain the features of services and products better and make customers satisfied. It enhances the productivity of the business.

Other significant advantages of video chats as per the business perspective

Here are some of the key benefits of video conversations as per the business perspective:

  • It helps develop long-term relationships with the customer, thereby drastically improving sales closure and enhancing the customer retention ratio.
  • ROI or return on investment can also be improved in delivering a fluent experience with an improved first call resolution rate with agents. Ultimately, this helps in co-browsing and guest lectures.
  • The one-on-one human interactions can also be churned with the powerful potential of video conferencing. It can make people more attached to the brand and assist them in having real-time decisions.
  •  Also, advantages like upselling opportunities and cross-selling are offered by video conferencing.

Wrapping up

Throughout the customer journey, video chat works as a wonderful tool. As a part of the contact center software, Video chat uplifts the bar of customer service engagement. 

Organizations are adopting online or virtual modes, so video chat tech barriers have come down in recent years. In this current COVID hit world, businesses should understand the need for video chat and act according to new strategies to gain more profit in these new normal days.

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